Incident Manager

We are a Global Recruitment specialist that provides support to the clients across EMEA, APAC, US and Canada. We have an excellent job opportunity for you.

Role Title: Incident Manager
Location: Maple Road, Tankersley, Barnsley, S75 3DL | Hybrid - 60% office, 40% home
Duration: 30/11/2027
Rate: £554/day (Inside IR)
MUST BE PAYE THROUGH UMBRELLA

Role Description:

The role holder will adhere to the Group Major Incident Management processes & procedures to efficiently manage and communicate the recovery of IT services. Capture accurate incident life cycle milestones & drive improvement of recovery times. The role holder will lead service recovery of incidents of Medium, High and Critical threat levels, facilitating both technical and business calls with key teams and stakeholders. Build and maintain effective working relationships with IT colleagues and business partners.

Once an incident has been recovered from, the role holder is responsible for ensuring that all known root cause details are documented and appropriately communicated via Major Incident Reviews in conjunction with the Problem Management discipline to track actions and prevent a recurrence of the incident. For all incidents whereby service outage is experienced, the role holder is responsible for ensuring that a Problem Record is raised to the appropriate team for further analysis.

Responsibilities

Triage/Priorities incidents

Facilitate Service Recovery

Facilitate Business Engagement

Communicate recovery progress to senior management

Issue Major Incident Notification (MINs)

Contribute to Incident/Major Incident Reviews

Execute the Incident Management Practice

Participate in the Management Escalation Call (MEC) process

Principal Accountabilities, Targets and Measures

Impact on the Business

Driving Sustainable Growth

Engages with colleagues across the group including senior peer managers to generate active discussions to achieve suitable solutions to problems that meet both the Bank's and their customers' business requirements. Seeks ways to improve efficiency & minimise duplication.

CTO services exceed business partner and customer expectations through reduced occurrences of service problems and corresponding service minutes lost.

Achieving Excellence

Focus on medium and long term goals even when under pressure. Makes considered decisions with factual & coherent recommendations, benefits & implications. Implement globally consistent incident management processes.

Measurable improvement in customer satisfaction and service quality.

Change & Implementation

Steers & guides the team to deliver change activity, provides regular updates to stakeholders including progress, risks & issues.

Leads end to end change journey and validates mitigation plans

Customers/Stakeholders

Customer Focus

Demonstrate outstanding customer advocacy & ensure seamless service from incident escalation through to resolution and root cause identification. Seeks opportunities and provides proposals to improve the process, increase efficiency and interactions with customers throughout the incident life cycle.

Adherence to Incident Management techniques, measured reduction in mean time to restore and mean time to root cause

Effective Communication

Effectively communicate service impacting problems, including business impact and root cause in a timely manner, using the global toolset in accordance with stakeholder expectations via both written and verbal means.

Engages confidently and clearly with colleagues and executives throughout the incident life cycle

Data Capture

Ensure incident life cycle data is accurate, complete, consistent and available to enable analysis for proactive service problem prevention & ongoing continual service improvement.

Measured reduction in repeat incidents.

Leadership & Teamwork

Collaboration

Build rapport & mutual understanding within & across teams to improve service delivery and achieve the Bank's objectives. Encourage debate & open discussion to improve service delivery through teamwork.

Creates and promotes opportunities for networking, identifies and builds relationships with key contacts and influencers.

Team Management

Lead and manage the resources engaged in incident management activities for the duration of the incident. Maintain excellent working relationships with all contributors from Service Management through to Business Service Owners and Senior Management with the ITID function.

Evidence of excellent customer service and support, interpersonal skills and demonstrates understanding and empathy.

Operational effectiveness & Control

Ensure compliance with eternal regulatory requirements, internal controls & group compliance.

Managing risk responsibly. Promotes & manages relevant monitoring & reporting requirements within their team.

Ensures timely implementation of recommendations made by internal/external auditors & regulators.

Maintains cost discipline & drives forward transformational change.

Implements IT Operations best practice in risk policies and governance framework for incident management, evidence of risk mitigation as a result of Incident Management activities.

Major Challenges

Maintaining high quality CTO service provision of critical services that have the potential to cause significant disruption to the bank & its customers in an increasingly fast changing environment with increased regulatory oversight & stringent cost management.

Client IT infrastructure is very complex, diverse & ever evolving, resulting in establishing impact & recovery options problematical and therefore communicating the issue to stakeholders a challenge.

Role Context

The Client IT environment is extremely complex comprising a wide variety of platforms & environments in a 24x7x365 model and incidents must be either fixed or circumvented within agreed service levels, failure to recover the services in line with agreements can severely impact the group's profitability & reputation.

Very high level and diversity of support is required at all times, and often requires fast & accurate assessment of problems where decisions need to be taken regarding management escalation.

Effective written and verbal communication at all levels within CTO and business partners and may include written reports used by external regulatory bodies.

Management of Risk

The role holder will ensure the fair treatment (service excellence) of our customers is at the heart of everything we do, both personally and as an organization

The role holder will also continually reassess the operational risks associated with the role and inherent in the business, taking account of changing economic or market conditions, legal & regulatory requirements, operating procedures and practices, management restructurings, and the impact of new technology.

This will be achieved by ensuring all actions take account of the likelihood of operational risk occurring. Also by addressing any areas of concern in conjunction with entity management and/or appropriate department.

Observation of Internal Controls

Maintains Client internal control standards, including implementation of internal and external audit points together with any issues raised by external auditors.

The role holder will also adhere to and be able to demonstrate adherence to internal controls. This will be achieved by adherence to all relevant procedures, keeping appropriate records and where appropriate, by the timely implementation of internal and external audit points, including issues raised by external auditors.

The role holder will implement the group compliance policy by containing compliance risk in liaison with Global Head of Compliance, Global Compliance Officer, Area Compliance Officer, or Local Compliance Officer. The term compliance' embraces all relevant financial services laws, rules and codes with which the business has to comply.

This will be achieved by adhering to all relevant processes/procedures and by liaising with the compliance department about new business initiatives at the earliest opportunity. Also and when applicable, by ensuring adequate resources are in place and training provided, fostering a compliance culture and optimising relations with regulators.

Role Dimensions

People - The role holder will not have any direct reports. And will be reporting to a Senior Incident Manager.

Budget - the role holder will have no sign off budget.

Regulatory - the role holder will manage risk and compliance, anticipate and identify legal and compliance risk, embed efficient compliance processes.

Relationships - the role holder will contribute at a high level to stakeholder management and typically relationships will extend to peers and up to 2 levels in the organisation.

Strategy -the role holder will contribute to the strategy, implementation of major parts of goals and operating model

If you are interested in this position and would like to learn more, please send through your CV and we will get in touch with you as soon as possible.
Please note, candidates are often Shortlisted within 48 hours.